Metlink is committed to making public transport accessible and convenient for all passengers.
Wheelchairs and mobility scooters
Most Metlink buses are accessible for wheelchairs and mobility aids that meet the following size and weight restrictions:
- 70cm wide
- 90cm long
- 250kg weight (combined weight including the user)
Customers who need help to board a bus must travel with their own carer. Drivers will deploy the wheelchair ramp on buses but cannot help with boarding.
Once your wheelchair or mobility aid is parked, please put the brakes on and turn the power off (if applicable).
Wheelchairs and other mobility aids are welcome on our services on a first-come, first-served basis as space allows.
*We still have some older buses in our fleet that do not meet our current accessibility requirements. These buses do have ramps but they may not be able to accept larger mobility aids. They also have priority seating areas towards the front of the bus but they might not have green seating.
These older buses do not show as wheelchair accessible on our real time information signs.
All Metlink train services are accessible to wheelchairs and mobility devices, with allocated parking areas and securing belts.
Please be aware that:
- Wheelchair and mobility devices users must provide their own carer if manual lifting and heavy handling of the wheelchair / mobility scooter is required. Train staff will not operate mobility scooters
- Wheelchairs and mobility devices up to 80cm wide and 130cm long can be conveyed on most services
- Wheelchairs and mobility devices must be able to turn within a 95cm radius
- The collective weight of the wheelchair/mobility scooter, passenger and helper on the ramp must not exceed 300kg
- Once your wheelchair or mobility device is in the wheelchair area on our vehicles, the brakes must be applied and the power (if applicable) must be switched off
- Wheelchairs and mobility devices must be in a safe and good working condition
- Luggage and bags must not be attached to the wheelchair/mobility scooter, especially when using the ramp
- If you use a folding wheelchair or and mobility device you must be accompanied by enough carers to allow you to travel safely, including getting onto the trains, changing trains where necessary and leaving the train at your destination. Your carer(s) must store the folded wheelchair if necessary
- Wheelchairs and mobility devices must be secured in the allocated space using the restraints with wheelchair brakes applied. In the case of powered aids, the power is to be switched off
- Train replacements can’t always carry wheelchairs or mobility devices
Access to train services is affected by three considerations:
- Access from the street to station platforms.
- Access from the platform to / from the train ie ramp or hoist access.
- Space and availability on the train, ie designated space with restraints.
These stations may be challenging to access without assistance due to steep ramps:
Train replacements are not always able to carry wheelchairs and mobility devices, particularly when supplied at short notice for unplanned disruptions.
Planned replacements will include at least one wheelchair-accessible bus per train line.
Free mobility scooter hire
Wellington City Council and TSB bank are providing a free mobility scooter at New World Metro in Wellington Railway Station to help people get around and enjoy Wellington city.
The scooter is safe and easy to use and trained staff are available to show you how to use it. Anyone over the age of 18 with limited mobility, from wheelchair users to the elderly, can use it to move around the city.
This scooter is one of several available from 12 locations around Wellington city – Find out more on mobility transport and scooter hire (external link) .
To book the scooter you just need to show some form of ID and you can book it for up to four hours – advanced bookings are recommended.
There is limited capability for wheelchair and mobility devices access. The crew will make every effort to ensure wheelchair users can come on board. Motorised wheelchairs in particular are very difficult as crew have to lift them on board. In most cases top deck access is available as the wheelchair can be wheeled or lifted up the gangway and this allows disembarkation from the top deck on outlying wharves.
Matangi and Wairarapa trains are fitted with a PA system and automated station information announcements.
Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be operated when a signal is heard. A warning signal will sound before the doors close.
Railway stations that have recently upgraded platforms will have tactile indicators along the platform.
Matangi and Wairarapa trains are fitted with hearing loops and have passenger information displays inside the train showing next station announcements. Hearing loops are located in the designated area for wheelchairs and mobility scooters. Matangi trains display the final destination on the front and side of the trains.
Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be operated when they are illuminated.
Wellington Railway Station
The Wellington Railway Station now uses wi-fi hearing loop technology, which allows PA announcements to connect to hearing devices and mobile phones.
To tune into this, download the free app "Sennheiser MobileConnect", then open the wi-fi settings on your device and select the "Wgtn Stn PA" network. Finally, open the Sennheiser MobileConnect app and select "Wgtn Stn PA" - you can now listen to the station PA announcements using headphones or Bluetooth enabled hearing aids as long as you're near the station.
Disability assist dogs
Disability assist dogs can travel on all Metlink trains, buses, harbour ferries and taxis at any time of the day, when accompanied by their disabled handler or someone involved with their training. This is specified under the Dog Control Act 1996.
You can request to use one the priority seats and your dog should sit on the floor beside you, not on a seat or your knee. You and your dog can travel at any time.
A disability assist dog is a dog certified by a recognised organisation as a dog trained or being trained to assist a person with a disability and Metlink staff may request to see an identification card from one of these recognised organisations:
- Hearing Dogs for Deaf People New Zealand
- Mobility Assistance Dogs Trust
- New Zealand Epilepsy Assist Dog Trust
- Blind Low Vision NZ
- Top Dog Companion Trust
- Assistance Dogs New Zealand
- Perfect Partners Assistance Dogs Trust